Client Development Manager - Sport & Stadia

Job Summary:

JOB DESCRIPTION – CLIENT DEVELOPMENT MANAGER

Location: Perth, Adelaide, Brisbane, Sydney or Melbourne.

Division: Ticketmaster Australia

Line Manager: General Manager Partnership and Client Success

Contract Terms: Parental leave cover, 38 hours per week

THE TEAM

The Sales & Business Development team are key to maintaining strong and connected client relationships and play a critical role in the retention & growth of the Ticketmaster business.

THE JOB

The Client Development Manager (CDM) will focus exclusively on our client accounts and the needs of clients within our Sport and Stadia portfolio. The CDM is responsible for managing all account and contract requirements for Ticketmaster’s sports and stadia clients. in addition to sourcing and securing new business in their portfolio.

Client Relationships

The CDM will develop and grow relationships with existing and potential clients including contract renewal, service monitoring and strategic development including identifying opportunities to grow ticket sales and revenue through Ticketmaster product, technology and marketing initiatives. The CDM will be responsible for all contract deliverables for the servicing needs for the client and will be required to meet with the client on a regular basis or as per the KPI’s set out in the contract agreement. You will work with various departments within Ticketmaster, including but not limited to the Products, Commercial, Technology and Client Operations groups to ensure your client is onboarded with new technology and across any new initiatives in the pipeline. The CDM will ensure the clients are trained in Ticketmaster products or coordinate the subject matter expert from Ticketmaster to present to the Client in their respective field.

Revenue Growth

The CDM will work with the Commercial team to identify opportunities to grow ticket sales, gross ticket value and ancillary revenue through product, technology and marketing initiatives. For your client portfolio you will be required to present at client meetings and partner closely with other teams to determine a strategy. Ancillary revenue could include but will not be limited to additional sales through Upsells, Ticketmaster Resale, Ticketmaster Platinum and Ticketmaster products such as collector tickets, merchandising and gift boxes.

Business Development

The CDM will identify new business opportunities and develop and implement a plan to provide contracted ticketing solutions and services related to ticketing. Assist the Sales and Business Development team in securing new business in the primary ticketing market.

WHAT YOU WILL BE DOING

The CDM is responsible for the following duties:

Client development and Sales Planning

• •You will manage and collaborate on the development of an account management blueprint, ensuring maximisation of revenue and renewals within our client base.
• •You will drive new client sales into the Sports and Stadia portfolio.
• •You will forecast clients’ ticket/revenue contribution to the segment’s annual business plan by developing client level business plans, including account strategy, profitability analysis, and program projections whilst including opportunities for commercial revenue from the current contract.
• •You will proactively conduct strategic account reviews with all assigned clients on a regular basis to review service needs and sales trends. You will ensure the service delivery of any contract requirements is delivered by various departments in Ticketmaster.
• •In conjunction with other senior management you will assist in developing policy options for discussion and approval, embracing all aspects of event ticketing and the Ticketmaster business in the relevant segment.
• •You will deliver ongoing market analysis and assessment of competitors and market intelligence with a focus on the future and value creation
• •You will maintain company’s contact management database (Salesforce) with accurate, up-to-date contact and activity details

Organisation and Operation

• •You will be familiar with and ensure that all documentation regarding contracts are in place and adhered to.
• •You will regularly report on business performance and tracking of internal KPI’s relating to key client accounts and communicate relevant business issues.
• •You will demonstrate effective financial management of all client relationships including budgeting and forecasting as directed.
• •You will monitor service levels provided by support teams to ensure SLA’s are being met
• •You will maintain current knowledge of Ticketmaster’s technology advances and marketing initiatives to ensure the most up to date and relevant information can be communicated to clients both specific and general.
• •You will comprehensively collaborate with a cross-functional team, providing distinct support functions to clients, ultimately maximising client satisfaction scores
• •You will keep abreast of external trends in the marketplace to enable informed advice to be given to clients and to promote development of internal strategies to optimise client relations.
• •You will ensure clients are proficient in using TM products and services by identifying user needs and coordinating training and consultative services
• •You will resolve disputes or conflicts with clients.
• •You will at every opportunity, encourage the use of new products/functionality that should be enthusiastically embraced and opportunities for innovation should also be encouraged.
• •You will ensure the Ticketmaster Sales and Business Development team and compliant with company quality procedures as per ISO 9001:2015.
• •You will assist in the identification of opportunities for new products and for enhancement and development of existing products for your clients and proactively work with internal teams to ensure service delivery needs are met.

Revenue Growth

• •You will develop and implement strategies to upsell existing clients on products, programs, or services that drive ticket sales and revenue for your segment; track, monitor, and adjust plans to maximise results
• •You will identify opportunities to grow ticket sales through marketing initiatives and work with the Marketing team that delivers value to Ticketmaster clients.
• •You will identify opportunities to grow ancillary revenue through product, technology and marketing initiatives and work with the Commercial team to deliver B2B and B2C opportunities.

Business Development

• •New Business opportunities – identify new business and direct the customer acquisition process against a set of annual sales goals
• •You will assist the Sales and Business Development team in securing new business in the primary ticketing market.
• •You will participate in the presentation and writing of proposals and reviews of RFPs
• •You will recommend and implement marketing and business initiatives for Ticketmaster and its clients in the relevant State market.
• •You will maintain the relevant client and opportunity accounts in Salesforce.
• •You will attend events and client functions and ensure Ticketmaster is properly represented on such occasions.
• •Coordinate and participate in demonstrations of the ticketing system and other Ticketmaster services and products to potential clients.
• •You will manage the renewal process for existing business within the Sport and Stadia portfolio for the Australian market.

Client Relationships

• •You will be responsible for retention of all clients within your portfolio, ensuring maximum margin levels through the renewal engagement
• •You will maintain executive and/or senior management level contact with each client and develop deep long-term relationships with current and new accounts
• •You will ensure client feedback is shared with relevant internal stakeholders to achieve client satisfaction and other business goals
• •You will arrange and/or facilitate presentations using Ticketmaster technology for existing and potential clients.
• •You will retain accounts throu